Sun Pharmaceuticals, Inc Associate, Customer Service in Hawthorne, New York
Associate, Customer Service
Location NY, Hawthorne
Job Category Commercial Sales and Marketing
Employment Duration Full time
Sun Pharmaceuticals Industries Inc. is the fifth largest generic pharmaceutical company in the world, and rapidly building brand presence. We manufacture, market and distribute pharmaceuticals to the nation’s largest wholesalers, distributors, warehousing and non-warehousing chain drugstores as well as managed care providers. Our goal is to continue to develop and market quality products that bring value to our customers and ultimately the patient. Current manufacturing capabilities allow Sun Pharma to develop products across most therapeutic categories.
At Sun Pharma we believe our people are an invaluable asset. Our culturally diverse workforce is one of our biggest strengths, along with the rich experience they bring across varied skill-sets. We are proud that our global workforce is bound by our common values:
Humility. Integrity. Passion. Innovation
Title: Associate, Customer Service
Working in team environment under general supervision, provides sales order support to customers, sales representatives and clinics.
Processes customer orders submitted via multiple channels, including phone and email..
Support a continuous improvement environment for department processes including order processing and returns processing
This position requires developing rapport with customers and field sales personnel via verbal and written communication.
May be assigned to assist on projects within the Customer Service department.
Essential Job Functions:
Receives and processes customer orders according to establish procedures.
Daily interaction with Customers, National Account Managers and other Operation team members to help grow the business.
Interprets and clarifies customer orders for the shipping department, creates relevant shipping paperwork, communicates waybill information, and traces lost shipments.
Follows up and resolves order discrepancies, credit holds, training requirements or product availability issues when appropriate with the guidance of team lead/Supervisor.
Keeps current on all products offered by company. Monitors, understands and implements changes in regulatory requirements or CS processes.
Conducts sales order audits and works collaboratively with Customer Service Management in analyzing, preparing and responding to Sarbanes Oxley and/or regulatory agency audit requirements.
Conducts and analyzes all Customer Service audits and provide recommendations and feedback.
Performs evaluation initial set-up, audits and troubleshoots discrepancies through to resolution with external customers.
Maintains Accounts and Contacts in ERP and CRM Databases including maintenance and updates.
Works on process improvement and other projects under the supervision of the Customer Service Lead/Supervisor/Manager
Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood.
Responsible for obtaining approvals, issuing and tracking Returns and ensuring the issuance of credits based on procedures. Works with customers to expedite the return through to resolution.
Receives and responds to customer product complaints, determines validity of warranty period, processes credits, works with internal personnel or external vendor to schedule installs, ship replacements or loaned equipment to address immediate customer needs.
Responsible for generating routine reports as needed for Internal and/or External Customers.
High school diploma or other specialized training/equivalent related experience.
Minimum of two or more years of demonstrated experience in a customer service or closely related environment.
Demonstrated organizational skills, attentiveness to detail, ability to work under general supervision and the ability to handle multiple projects simultaneously.
Demonstrated interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers.
Demonstrated personal computer skills (experience with Microsoft Office including Excel, Word or equivalent applications required
SAP a plus
Ability to work within a team and as an individual contributor in a fast-paced, changing environment.